Mega Walk-in Drive for HCL Customer Service Representatives
Company Name: HCLTech
Experience Required: 0 years (Freshers are welcome)
Salary Range: Not Disclosed
Job Location: Noida, Greater Noida
Job Type: Full-Time, Permanent
Openings: 10
Applicants: 108
Shift: US Shift (Night Shift)
Walk-in Interview Details
Date: 2nd January – 3rd January 2025
Time: 11:00 AM – 2:00 PM
Venue: HCL Technologies, A-8 & 9, Sector 60, Noida, Uttar Pradesh 201301
Contact Person: Shivangi Sharma
Email: Shivangi.sh@hcltech.com
Work Location: HCL Technologies, Sector 126, Noida
Facilities: Two-way cabs available
Job Description
HCLTech is conducting a mega walk-in drive for the role of Customer Care Representative (Freshers). This position is ideal for graduates who wish to build a career in the customer service domain. The role involves interacting with international customers and resolving their queries efficiently while adhering to company policies and guidelines.
Key Responsibilities as Customer Service Representatives
- Handle inbound calls from US-based customers with professionalism.
- Resolve customer queries in line with client and business guidelines.
- Provide first-call resolution by addressing issues efficiently and accurately.
- Escalate unresolved issues as per the defined escalation procedures.
- Adhere to process flows and ensure high-quality service delivery.
- Maintain records by updating logs like escalation logs, complaint trackers, etc.
- Ensure data security and confidentiality of proprietary customer data.
- Participate in motivational and feedback sessions to enhance performance.
Eligibility Criteria
- Education: Any graduate can apply. However, the following are not eligible:
- Regular students or law graduates
- Candidates with B.Tech, M.Tech, BCA, or MCA degrees
- Experience: Freshers with an interest in US inbound calling (preferably in the banking domain) are welcome.
- Skills:
- Excellent verbal and written communication skills.
- Strong professional telephone etiquette.
- Empathy, enthusiasm, and helpfulness in customer service interactions.
- Work Location: Comfortable with work-from-office (WFO) setup in Sector 126, Noida.
Perks and Benefits
- Comprehensive training to prepare you for the role.
- Opportunities for career development in the BPO industry.
- Two-way cab facilities for ease of commute.
- Exposure to a global work environment.
- Employee engagement and motivational activities.
Key Skills Required
- US Process Expertise
- Excellent Verbal and Written Communication Skills
- Customer Support Proficiency
- Problem-solving and Complaint Resolution
- Data Security and Confidentiality
About HCLTech
HCLTech is a leading global technology company with a strong presence across 59 countries. With over 218,000 employees worldwide, we deliver cutting-edge capabilities in digital transformation, engineering, cloud, and AI. Our portfolio includes technology services and products that cater to major industries like financial services, manufacturing, life sciences, healthcare, telecom, media, retail, and public services. HCLTech’s consolidated revenues for the 12 months ending September 2024 totaled $13.7 billion.
To learn more, visit www.hcltech.com.
Interview Process
- Screening Round: Initial verification of eligibility and skills.
- Aptitude Test: Basic logical reasoning and communication test.
- Voice Assessment: Evaluation of verbal communication and customer handling skills.
- HR Interview: Interaction to assess cultural fit and work expectations.
- Operations Interview: Final round to gauge technical and role-specific skills.
10 Sample Interview Questions and Answers
1. Can you tell us about yourself?
Answer: I am a recent graduate with a passion for customer service. I am eager to begin my career at HCLTech and utilize my communication skills to resolve customer queries effectively. My strengths include empathy, problem-solving, and adaptability.
2. Why do you want to work at HCLTech?
Answer: I admire HCLTech’s global reputation and its commitment to innovation and employee development. This role aligns perfectly with my skills and career aspirations in the customer service domain.
3. How would you handle an irate customer?
Answer: I would listen patiently to understand their concerns and reassure them that I am there to help. By staying calm and empathetic, I would provide a resolution or escalate the issue if necessary.
4. What does customer service mean to you?
Answer: Customer service is about ensuring customers’ needs are met efficiently while providing a positive experience. It requires active listening, problem-solving, and maintaining a professional demeanor.
5. Are you comfortable working night shifts?
Answer: Yes, I understand the importance of aligning with the time zones of international customers, and I am fully prepared to work night shifts.
6. How do you ensure data security and confidentiality?
Answer: I strictly adhere to company policies regarding data protection. I ensure that all customer data is handled responsibly and avoid sharing sensitive information.
7. How would you deal with a situation where you don’t know the answer to a customer’s query?
Answer: I would politely inform the customer that I need to check with my team or supervisor to provide the most accurate solution. I would follow up promptly with the information.
8. What steps do you take to stay motivated at work?
Answer: I stay motivated by setting small goals, celebrating achievements, and seeking feedback for improvement. Participating in team activities and focusing on customer satisfaction also keeps me energized.
9. How do you prioritize tasks during high call volumes?
Answer: I stay organized by focusing on first-call resolutions and managing time efficiently. I also ensure to escalate urgent matters promptly.
10. Can you describe a time when you went above and beyond for a customer?
Answer: During a college internship, I helped a customer resolve a billing issue by coordinating with multiple departments. My proactive approach resulted in a swift resolution, and the customer appreciated my efforts.
Conclusion
The role of a Customer Care Representative at HCLTech offers an excellent platform for freshers to launch their careers. With comprehensive training, exposure to global customer service standards, and opportunities for growth, this is a rewarding career path for individuals passionate about helping others and excelling in the BPO industry. Apply now and take the first step toward a promising career with HCLTech!
